Cancellation & Service Commitment Policy

At Aurevia Care, every care arrangement is thoughtfully coordinated to provide our clients with a seamless, personalised experience delivered with discretion, professionalism and exceptional attention to detail.

As our services involve the dedicated allocation of experienced care professionals, advance planning and personalised preparation, we kindly request that clients provide appropriate notice should they need to cancel or reschedule a confirmed appointment or care service.

Cancellation Terms

Cancellation charges apply based on the notice provided:

More than 48 hours’ notice prior to the scheduled service

No cancellation fee will apply.

24 to 48 hours’ notice prior to the scheduled service

A service commitment fee of 50% of the confirmed service fee will apply.

Less than 24 hours’ notice prior to the scheduled service

A service commitment fee of 100% of the confirmed service fee will apply.

Exceptions may be considered for medical emergencies, hospital admissions or other unexpected medical situations affecting the client, at Aurevia Care’s discretion.

These fees reflect the time, clinical expertise and care resources reserved exclusively for your scheduled service, ensuring we can continue to provide exceptional, personalised care to every client.

Payments & Refunds

Any applicable service commitment fees will be deducted from payments received or invoiced accordingly.

Where a refund is applicable, Aurevia Care will process the refund within a reasonable timeframe in accordance with our internal procedures.

Cancellation Requests

All cancellation or rescheduling requests must be submitted through Aurevia Care’s official communication channels.

The effective time of cancellation will be based on when the request is received and acknowledged by Aurevia Care.

Policy Updates

Aurevia Care reserves the right to review and update this policy periodically to ensure it continues to support the highest standards of care delivery and client experience.

By confirming a service arrangement with Aurevia Care, clients acknowledge and agree to the terms outlined in this Cancellation & Service Commitment Policy.